5 days old

Capability Network Customer Insight and Growth- Contact Center Workforce Optimization Manager (US Negotiable)

Minneapolis, MN 55405


Title: Capability Network Customer Insight and Growth - Contact Workforce Optimization


Level: Manager


Travel: 80%





Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions underpinned by the worlds largest delivery network Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 469,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.





People in our Client & Market career track drive profitable growth by developing market-relevant insights to increase market share or create new markets. They progress through required promotion into market-facing roles that have a direct impact on sales.





Management Consulting professionals design and implement process and change interventions that integrate strategy, technology and people to enable process improvements that create value for clients.





The Management Consulting Manager designs and implements business changes that drive industry-specific, function and digital operating model transformation, focusing on task relating to people and process.





About Capability Network:


If you are looking for a career with unparalleled global impact, then Accenture invites you to learn more about our rapidly expanding Capability Network. Over 2,000 management consulting and strategy professionals work in the Capability Network at Accenture. Based in a network of prominent locations, Capability Network professionals specialize in providing cutting-edge Industry and Functional expertise and leveraging the power of Accenture to bring measurable value to our clients worldwide.





Join the Capability Network and always have the backing of the established brand of Accenture to deliver large scale transformational change. Grow your career and experience a stimulating, fast-paced environment working with prestigious clients on diverse projects to solve significant business challenges. You will deliver lasting impact as you work as part of a highly specialized team, combining overseas client-site work with opportunities based locally, and contribute to high performance through continuous collaboration and knowledge sharing. For more information visit www.accenture.com/capabilitynetwork





Job Description





A professional at this position level within Accenture has the following responsibilities:



Identifies, assesses and solves complex business problems for area of responsibility, where analysis of situations or data requires an in-depth evaluation of variable factors.




Closely follows the strategic direction set by senior management when establishing near term goals.



Interacts with senior management at a client and/or within Accenture on matters where they may need to gain acceptance on an alternate approach.




Has some latitude in decision-making. Acts independently to determine methods and procedures on new assignments.



Decisions made have a major day to day impact on area of responsibility.




Manages large - medium sized teams and/or work efforts (if in an individual contributor role) at a client or within Accenture.




Basic Qualifications





Minimum 2 years of Business Analyst experience directly focused on business requirement gathering and understanding of current state for contact center workforce optimization processes





Minimum of 2 years Solution Architecting future state contact center workforce optimization processes within a client facing delivery environment.





Minimum 3 years of Contact Center and Customer Experience Design experience





Minimum 3 years of in depth functional and technical experience in Contact Center Workforce Optimization (WFO) solution design





Minimum 1 year as a team member of project delivery workstream across all phases





Professional Skill Requirements





Proven ability to build, manage and foster a team-oriented environment


Proven ability to work creatively and analytically in a problem-solving environment


Desire to work in an information systems environment with knowledge in cutting edge technologies including chat and voice Bot, AI, RPA


Excellent communication (written and oral) and interpersonal skills


Excellent leadership and management skills








Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture.


Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.


Accenture is a federal contractor and an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.


Equal Employment Opportunity

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.


Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.




Categories

Posted: 2020-01-13 Expires: 2020-02-12

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Capability Network Customer Insight and Growth- Contact Center Workforce Optimization Manager (US Negotiable)

Accenture
Minneapolis, MN 55405

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